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FOR IMMEDIATE RELEASE
January 19, 2012
Pyrofax Energy announced today it will deposit $100,000 into the state’s Low Income Home Energy Assistance Program (LIHEAP) account as part of an agreement with the Vermont Attorney General’s Office. LIHEAP is a seasonal fuel assistance program that helps low-income families pay a portion of their home heating bills.
Jon Whittle, Compliance Manager of Pyrofax Energy said, “Pyrofax and our employees take pride in our service and we are committed to providing a safe and reliable product each and every day. We recognize the value of the LIHEAP program and are pleased that many Vermont residents will benefit as a result of our company’s contribution.”
The agreement with the Vermont Attorney General’s Office was necessary because some of Pyrofax’s customers did not receive timely refunds. Whittle explained, “The agreement was brought in part because of the company’s implementation of a “Minimum Usage Fee” that was charged last winter. The Minimum Usage Free is a common charge within the industry, but after hearing from our customers, we promptly abandoned the fee and took immediate steps to resolve the matter directly with our customers. It was unfortunate some customers were not refunded in a timely manner for those fees and for unused propane fuel upon disconnections of service between January 1, 2010 and May 25, 2011.”
Whittle added, “We will no longer charge Minimum Usage Fees and instead will work closely with our customers to ensure they have the appropriate size tank for their needs. In addition, we have instituted a company policy to ensure refunds for any product or service are issued in a timely manner moving forward.”
He concluded, “Pyrofax Energy values and respects our customers. We have a responsibility to maintain their loyalty and trust through listening to their concerns and working to exceed their expectations daily. We are happy to have resolved this matter and look forward to carrying on with the important business of ensuring our customers have the heating fuels they need, especially during these cold winter months.”
Customers with questions about refunds are encouraged to call 1-888-PYROFAX.
For more than 90 years, Pyrofax Energy has provided propane and heating oil service to thousands of residential, commercial and agricultural customers across Western New England and Eastern New York. Pyrofax employs more than 300 associates in the state of Vermont.